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Merge Ticket

This action combines two related tickets into one, helping you consolidate duplicate issues or related communications. When you have multiple tickets for the same problem, this action transfers all the important details from one ticket into another, keeping your PSA system organized and preventing duplicate work.

Why is it useful?

Instead of having technicians juggle multiple tickets for the same issue, merge ticket automatically consolidates everything into one place. This means less confusion, no duplicate work, and a cleaner ticket history for both your team and customers. It's especially helpful when customers accidentally create multiple tickets or reply to old tickets.

info

This action is available only as a triggered action in a workflow.

Quick Start​

  1. Set up ticket detection first - Always use the "Find Ticket to merge with" action before this one. It identifies which tickets should be merged together.

  2. Create a triggered workflow - Set up your workflow to trigger when new tickets are created, so it can catch duplicates right away.

  3. Add basic merge settings - The action will automatically handle the merge, but you can optionally:

    • Move the merged ticket to a specific queue (Autotask only)
    • Set custom statuses for the merged tickets
    • Choose whether to close the destination ticket

  4. Test with safe tickets - Try it first with test tickets or in a development environment to see how it works with your PSA setup.

Best Practices​

Start Simple​

Begin with the default settings and let the action handle the merge automatically. You can add custom status updates and queue moves later once you're comfortable with how it works.

Use Follow-up Actions​

Consider adding these actions after merging:

Set Clear Statuses​

If you choose to update ticket statuses after merging:

  • Use descriptive statuses like "Merged - Duplicate" for the original ticket
  • Keep the destination ticket status active so work can continue
  • Make sure your chosen status names exist in your PSA

ConnectWise vs Autotask​

  • ConnectWise uses native merge functionality, so the process is cleaner
  • Autotask copies notes and details manually, which gives you more control but takes a few extra steps

Monitor Your Results​

Check the Event History regularly to see how merges are working. This helps you spot any issues and fine-tune your workflow settings.